Manager Contact Center

Interra Brand • Goshen, IN

6d

About The Position

As the Manager Contact Center, you will be responsible for providing supervision and support for the Contact Center, evaluating processes and procedures on a continual basis, leads the day-to-day operations and directs key performance measures in all areas to ensure a superior member experience as well as provides direction to achieve maximum results. Assures processes and procedures are effective and coaches to a strong sales and service culture and promotes an atmosphere of learning and development for Contact Center Specialists. Collaborates with 3 party partners to maximize system capabilities and functionality . Direct Report: Member Relations Specialist(s), and Team Leader

Requirements

• 5+ customer service experience in banking, retail, or related field preferably in a call-center setting, plus 2+ years leading and managing teams.
• This level of knowledge is acquired through completion of a required Bachelor's degree in Business Management, Business Administration, or related field. (Will consider additional years of experience in lieu of education requirement).
• Must have and maintain a valid driver's license.

Nice To Haves

• Work experience in telephone data collection or customer service preferred.
• Ability to create a teamwork environment by working cooperatively with peers, subordinates, managers, and staff in other departments.
• Ability to motivate, coach, counsel and evaluate others.
• Professional level of verbal and written communication skills are essential to the position.
• Advanced proficiency in Microsoft Office (Outlook, Word, Excel, PowerPoint).
• Demonstrated knowledge of Credit Union regulations, products, policies, procedures, services, related federal state and federal laws and regulations.
• The ability to motivate or influence internal or external senior level professionals is a critical part of the job, requiring a significant level of influence and trust.
• Obtaining cooperation and agreement on important outcomes via frequently complex and senior level dialogues.
• Advanced analytical and project management skills for a variety of tasks or projects.
• Ability to deal with complex problems involving multiple facets, variables, and situations.
• Ability to provide world class member service while executing Interra’s vision, mission, and delivery of Core Values.
• A significant level of trust, credibility and diplomacy is required.
• In-depth dialogues, conversations and explanations with members, direct and indirect reports and outside vendors can be of a sensitive and/or highly confidential nature.
• Communications may involve motivating, influencing, educating and/or advising others on matters of significance.
• Typically includes subject matter experts as well as first level to middle managers.

Responsibilities

• Strong participation and leadership of a sales and service culture with the ability to motivate staff.
• Ensure every member interaction is answered by a knowledgeable and invested problem solver who is ready to serve and complete calls in a positive manner.
• Takes calls as needed, assists with upset members, and works to de-escalate irate members.
• Represents the Department providing remote service perspective for the credit union on numerous projects and committees.
• Generates weekly and monthly reports and provides insight and analysis to management.
• Responsible for the development and success of all Contact Center staff.
• Develop performance goals and departmental strategic objectives.
• Approve timecards and/or requested PTO for staff.
• Collaborates with Team Leader(s) with evaluating the work performance of Contact Center Specialists.
• Complete annual performance reviews for all staff and oversee monthly coaching sessions.
• Coaches to a strong retail, sales, and service culture in a positive manner.
• Expert level member service skills to address any member issues to achieve resolution.
• Comfortable empathizing and remaining patient with difficult callers.
• Handles complex and upset members, working to establish commonality and ultimately a positive member experience.
• Manage all types of escalated member interactions by staying cool, calm, and collected.
• Ability to handle difficult member situations and coaches others on difficult calls.
• Responsible for the development of scripts and templates for written member service communication.
• Ability to perform system enhancements, configurations and optimization to multiple key operating systems (phone system, chat system and interactive live chat systems).
• Involved with vendor relationships of key systems to maximize effectiveness.
• Evaluates current processes and procedures on a continual basis and implements improvements ensuring delivery of excellence in member service, efficiency and effectiveness for members and staff alike.
• Responsible for assuring appropriate training materials and tools are current and easily accessible.
• Stays current on new methods of delivering products and services to members.
• Monitors employee phone calls to observe employee demeanor, technical accuracy, and conformity to company policies.
• Reviews and provides monthly reports to include, but not limited to, call volume and abandon rate.
• Usage of data to make informed decisions and develop improvement strategies.
• Manages all third-party communications including but not limited to service standards, KPI metrics, and reporting.
• Must comply with all company policies and procedures, applicable laws, and regulations, including but not limited to, the Bank Secrecy Act, the USA PATRIOT Act, and the Office of Foreign Assets Control.

Benefits

• Competitive Salary: Attractive compensation package with performance-based incentives and bonuses.
• Benefits: Comprehensive health insurance, 401(k) matching, tuition reimbursement, company holidays, and generous PTO.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager